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OOTB Dashboards for Operations Manager

List of Dashboards available to Operations Manager:

Object name

Object details 

Type of object or report 

Total Number Of Cases

Total number of cases received within the selected date range.

Displays number

Daily Average Of Closed Cases

Provides the rate of case closure per day for all cases, with “Closing” status (Closed, Pending Closure), that have been closed within the specified time range.

Calculation: All cases with any of the “Closing” status, divided by the total number of cases for the selected date range.

Displays number

Total Cases Sent To SME

(Has a drill report)

Number of cases that had “With SME” status within the selected date range.

Displays number

Current Pending Work by Hours to Target Date

 (Has a drill report)

Calculation: Subtracts the target date of all cases within the selected date range that are allocated to teams and are not in “Closing” status from the current date, and then distributes the results by an Overdue range (time to closure date):

  • More than 8 hours
  • In the next 4-8 hours
  • In the next 4 hours
  • In the next hour
  • Overdue
  • No due date

Bar chart

  • Y-axis: Hours
  • X-axis: Number of cases

Overall SLA Compliance Measure
 (Has a drill report)

For each case that has been closed or in pending closure status within the selected date range,
 compare between Target Date to the last time that case was in “Pending Closure” status.

Excluding Rejected and Closed As Spam cases.

Pie chart displaying total count of cases for all teams, divided to “Met SLA” and “Not Met SLA”.

Number Of Closed Cases
 (Has a drill report)

Pie that presents number of cases in the “Closing” status (Rejected, Closed, Pending Closure, and Closed As Spam) that have been closed within the selected date range.

Pie chart

Accuracy Of Work By Team

 (Has a drill report)

Take all cases that went to QA and divided how many pass QA and how many failed, per team.

Stack bar by team. Each bar divided by count cases Pass & Fail.

Cases by Status

 (Has a drill report)

Distribution of cases within the selected date range by their status.

Pie chart by status.

Current Teams Open Cases Workload

Distribution of cases currently assigned to each team.

Bar chart

Shows the distribution of cases by teams.
The chart also displays a bar for unallocated cases.

Average SME Response Time By Minutes

Average Time from status “With SME” to “SME Responded” status.

Bar graph divided by SME. 

Average Handling Time By Team By Hours

For each case that have been closed or in pending closure status within the selected date range, calculate the last date of pending closure status minus case creation date and divide by total of cases in “Closing” status within the selected dates.
 Excluding Rejected and Closed As Spam cases.

Bar graph divided by team, and its average case processing time.

Number of Closed Cases by Team

 (Has a drill report)

Distribution of cases with any of the “Closing” statuses (Rejected, Closed, Pending Closure, and Closed As Spam)
 that have been closed within the selected date range divided by Teams.

Bar chart by team
Drill report presents all closed cases for the team.

Meeting SLA’s By Team


For each case that have been closed or in pending closure status within the selected date range,
 compare between Target Date to the last time that case was in “Pending Closure” status.
 Excluding Rejected and Closed As Spam cases.

Stack bar by team - every bar divided by 2 “Met SLA” and “Not Met SLA”.

Current Open QA Tasks By Team

 (Has a drill report)

Displaying the number of open tasks pending for QA audit, for each team.

Bar graph with all open tasks pending for QA audit, divided by team.

Team Measurements

For each team displaying: Team Name, Number of closed cases within date range, average closure rate, and percentage of meeting SLA.
Displaying only teams that closed at least one case.
Excluding Rejected and Closed As Spam cases.

Grid